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Mastering Hotel Management: Winning Strategies for Success

Practical playbook for revenue-driven hotel management focusing on sales, marketing, employee surveys, and community relations. Learn defense tactics for expense, labor controls, risk management, and more. Coaches guide team with core values, integrity, and accountability, ensuring top-line revenues and quality assurance.

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Mastering Hotel Management: Winning Strategies for Success

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  1. GM Playbook

  2. Offense • Revenue Driven Management • Sales and Marketing • Employee Opinion Surveys • GSI/SALT/Guest Service Scores • Owner Relations • Community Relations (including area, vendor and online community)

  3. Defense • Expense Controls • Labor Controls • Capital Expenditures • Risk Management • Forecasting • Preventative Maintenance Program • Quality Assurance • Internal Audit

  4. Coaches: • Exemplify the Core Values • Are you proud of your Hotel • Lead by Example • Obsess, Obsess, Obsess over Revenue • Manage your Costs • Be a Problem Solver! • Take care of your Team • Deliver Results

  5. Coaches: • Exemplify the Core Values • Integrity • Compassion • Personal Leadership • Commitment to Results

  6. Coaches: • Are proud of Your Hotel • It’s Your Home • Its Your Career • Its Your Responsibility • Walk your hotel twice Daily • Engage with your staff and your guests know them by name • Inspect your guestrooms • Identify and correct deficiencies quickly

  7. Coaches: • Lead by Example • Look and act professional at all times and demand the same • Set a standard of excellence • Communicate and post your expectations • Be accountable and expect no less of others • Make a plan and work your plan (don’t waiver)

  8. Coaches:Obsess, Obsess, Obsess over yourRevenue • 20% of your day must be devoted to Revenue Management • Review Pace/Pick up 60 days in • Review Pricing Strategies Daily • Review Weekly STR • Drive the weekly Revenue Meeting with your team • Attend weekly sales meetings • Review weekly sales reports and verify results • Meet/Greet your top 10 – 15 Clients • Go on Sales Calls Weekly • 5% of your day must be focused on Other Revenue • F&B, Phone, Gift Shop, Spa, Valet, Packages, Internet

  9. Coaches: • Take care of your Team • Have fun and smile often • Engage Frequently • Stand ups/NETMA • Property Walks twice daily • Employee Luncheons/Employee Cafeteria • Recognition Programs • Round Tables • Insure proper Supplies and Equipment • Open Door Policy

  10. Coaches: • Manage your Costs • Use your checkbook and labor models • Adjust expenses and labor to weekly reforecast changes • Use BuyEfficient and Maximize its costs savings and PO Controls • Manage your inventories and purchases to match current business volume • Manage to CPOR or % targets and hold department managers accountable

  11. Coaches: • Problem Solver • Be a good listener • Gather all the available information • Use all available resources • Solicit information from others when appropriate • Be decisive and make a decision – Don’t live with a bad decision

  12. Coaches: • Take care of your Team • Communicate Often • All associate meetings • Communication Boards • Newsletters • Department Meetings • Email • Be of Service to your Team

  13. Coaches: • Deliver Results • Exceed Top Line Revenues • Beat GOP • Exceed Service Benchmarks • Meet an acceptable Quality Assurance Grade • Exceed EOS Benchmark • Passing Grade on the Internal Audit

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